Graduate - Care Center Indigo Remote Support Engineer - German Speaking

As an Indigo Remote Support Engineer (ATS L1) this person will work across the different support functions defining the end-to-end activity leading to the right customer solution. Provide expert support to remotely resolve hardware issues for customers, including product calibrations and adjustments. Trigger an onsite intervention (parts and/or FSE dispatch) when the issue cannot be resolved remotely. Accurate diagnosis and correct part identification are key to ensuring a proper handover to the Field Service Engineer (FSE). Keep customers informed of the status of their case, escalate issues within the Remote Support organization as needed, and manage interactions to maximize the Total Customer Experience (TCE). Document case history and all customer interactions in the HP Services System to ensure proper handovers to field teams, enable product/case tracking and support reporting. Assist customers on topics such as product features, specifications, part information and compatibility, maintenance routines, training programs, and technical inquiries, based on customer entitlement. Build strong relationships with customers and Field Engineers, fostering collaboration to accelerate issue resolution and support consultancy needs.